Deutsche Post BRIEF
Supported by the combined logistics expertise of its Deutsche Post, DHL, and Postbank brands, the Deutsche Post group offers integrated services and customer-oriented solutions for the management and transport of goods, information, and payments via its global and local networks. Deutsche Post World Net is a leading provider of dialog marketing services, as well as efficient outsourcing and system solutions for mailing. In 2006, the group posted revenues of EUR 60 billion. Deutsche Post World Net employs over 520,000 people in more than 220 countries and territories, making it one of the world’s largest employers.
Business Challenges
- Control of external management and maintenance of the IT infrastructure used in transport and logistics activities
- Tool-supported documentation and graphical display of defined service levels
- Active management of measured service levels and the associated processes
- Continuous monitoring of defined service levels and their compliance status
Solution
- Introduction of a service level management (SLM) tool as an intranet portal
- Documentation of service level agreements using ARIS Toolset and ARIS Web Publisher
- Indication of compliance with service level agreements in a management cockpit via ARIS Process Performance Manager
Customer Benefit
- Display and documentation of SLAs in the SLM tool
- High degree of transparency and measurability of provider performance
- Timely, easy identification of weaknesses
- Basis for developing possible corrective action